ComplaintsforWASH

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Worst customer service. Been waiting for machine to be fined for over a month. Supervisor refuses to bring out new machine, has been asked to do so on multiple occasions, with no response from managment or anyone for that matter. I do not recommend this business.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/11) */ To whom it may concern, we sincerely apologize for Mr. ******'s experience with ****. According to our records, the machine replacement has been approved and there is an open work order to replace the washer. The estimated timing for the replacement is scheduled for 3/15/2022. We appreciate Mr. ******'s patience and understanding as we facilitate this request. Thank you.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get several refunds from WASH laundry and they completely ignore my emails, faxes and phone calls. I have called a total of ******* and cannot get a live person to help me ******************* Their washers and dryers aren't performing properly again. I had to re-wash and re-dry my laundry, due to the dryers not properly drying the laundry and it ending up getting mildewy overnight and stinking. The washers leave the laundry soaking wet and the dryers do not dry the laundry properly. Today I have tried to do another laundry load and drying load, only to have the same thing happen again. I had ******************, along with the ************ several days ago. I have had to re-wash and re-dry this load again only to have to hang up my moist clothes out of the dryer and put my fan in front of them again. I need a total Full refund of $18.75. (That's 5 washer loads at $2.00 each plus 5 dryer loads at $1.75 each = $18.75 total.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/17) */ To whom it may concern, we sincerely apologize for *************** experience and understand their frustrations. Our customer support team has been notified of the ongoing issue, and we will issue a new refund for the amount initially requested. Please allow some time for processing and delivery. If there are any questions or concerns in the meantime, please give us a call at *************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My apartment complex a few months ago upgraded both their washers and dryers and issued our new cards in order to operate them. We were informed to send in our old cards that still had balances on them and would be refunded what was on the card. I have not received any refunds.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/11) */ To whom it may concern, we sincerely apologize for Ms. **** experience and understand her frustrations. Our customer support team has been notified and is currently looking into the status of the card refund. If it has not already been processed we will issue a new refund for the card balance to the address that was provided. If there are any questions or concerns in the meantime, please give us a call at ************* Consumer Response /* (2000, 7, 2022/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response! I hope you live up to the promise!

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted WASH on September 22nd, 2021 to request a refund for a defective card I had money in. I requested a refund of $21.75. **************, one of their customer service representatives, responded to let me know she has mailed me a refund. A few months have passed, and I have not received anything in the mail. I've contacted them a few more times and finally on November 5th, 2021 ************** apologized for the delay and says the company will be mailing me a check. I reached out to the company on December 10th, 2021 to let them know I still have not received a check and was completely ignored. I am frustrated. Today is January 31st, 2022 (over 3 months since my initial refund request) and I'm still waiting for a refund. The condominium I live in can not issue me a refund since this is all on WASH to do their due diligence. No check has been mailed out to me for a refund of $21.75. Very disappointed in this company for its outdated practices. The condominium I live in can not issue a refund since this is all on WASH.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/02/04) */ To whom it may concern, we sincerely apologize for ************ experience and understand her frustrations. Our customer support team has been notified of the ongoing issue, and we will issue a new refund for the amount initially requested. Please allow some time for processing and delivery. If there are any questions or concerns in the meantime, please give us a call at ************.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New washers were installed at our apartment complex ***************************** in August 2021. Out old laundry cards no longer worked w/new machines. We were instructed to return them to WASH for a refund. My card had a balance of just over $30. I mailed my card to WASH, never received a refund. WASH sent back a different card to my apt. manager, with a different return address. I mailed that card back as well. Six months later I have made contact with WASH three times by telephone, dozens of emails, three letters, and still no refund. The most recent email said the refund check was mailed in early December from************ to *******, but 5 weeks later, still no refund. I even emailed the CEO directly and never received a response. My neighbors at ******* are also in the same situation: none of us has received a refund, just empty promises that the check is coming. Can you help obtain my refund please? I believe I have been more than cooperative and patient, but six months and literally dozens of communications later, and still nothing. Thank you very much for any help you can provide.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/01/31) */ To whom it may concern, we sincerely apologize for ************ experience and understand her frustrations. Our customer support team has been notified of the ongoing issue, and we will issue a new refund for the amount initially requested. Please allow some time for processing and delivery. If there are any questions or concerns in the meantime, please give us a call at ************. Consumer Response /* (3000, 7, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tentatively I accept the proposed resolution, however, I can only formally accept this response after the refund is received. I have been told by the company that the refund has or will be mailed several times during the past six months, yet I have received nothing. Once the refund is received, I will gladly accept the company's resolution. Thank you. Business Response /* (4000, 9, 2022/02/04) */ As of 2/1/2022, our customer support team has verified that a new refund for the original amount requested was submitted to our accounting team. Please allow some time for the check to process and deliver. If there are any questions in the meantime, please feel free to contact us. Thank you. Consumer Response /* (4200, 11, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business is located in ***********. I live in ***********. It has been 14 days from the company's response and still no check has been received. ** **** does not take 14 days within one state to be delivered. I cannot accept the business response at this time because the requested resolution is a refund. No refund has been received. Please note, this is the exact same resolution the business has conveyed several times in the past eight months, yet nothing changes. Business Response /* (4000, 13, 2022/02/23) */ We sincerely apologize, again, we have confirmed the check was sent out if it has not been received as of yet, please give us a call. Thank you. Consumer Response /* (2000, 15, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) While no check was ever received, I was able to reach WASH employee named ******** who, within 5 minutes, refunded the entire amount due to me to my WASH app. She was exceptional and I'm grateful for her assistance. If I receive the check that was mailed 2/1/22, I will destroy it as I've been fully refunded. Thank you BBB for all of your help.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company provides the washers and dryers for the tenants in my building. During the 2 1/2 years that I've lived here I've repeatedly reached out to this company regarding the condition of the machines. They are absolutely disgusting and ruining peoples items including mine. Somebody named Eduardo from this company returned my call and advised me that they're not responsible to maintain the cleanliness of the machines only to fix repairs when they break down. I don't understand how that's possible if they are making money by providing these machines but not providing the necessary maintenance so the laundry comes out clean. I was told somebody would follow up with me when my brand new sheets got ruined the very first time I washed them. Nothing. There's a place right on their website where you can request a refund when you lose money in the machines. Zero response for that also. I've tallied my losses close to $20 by now. Plus the additional $80 I spent for my sheets. Their stories always change depending who you talk to but the outcome is always the same. Zero response to this ongoing issue. Earlier today I went to wash a load of my towels in one of the washing machines. I saw several brown spots stuck inside the washer and I wiped them out with a used fabric sheet from the garbage can. Turns out it's feces. I really need your help with this situation. I did speak to one of their technicians around a year ago who was in there emptying the coins out of the machines. He told me ever since Sears bought this company they stopped letting the technicians refund customers with the coins, and switched over to sending people checks because in their mind nobody will wanna deal with checks. Then they get away with not refunding anybody at all. This is what the technician told me. This is a senior living building and a lot of folks here are on an extremely limited budget and can't really afford to lose money on these machines without proper reimbursement.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/31) */ To whom it may concern, we sincerely apologize for ********* *******'s experience and understand their frustrations. If you have any concerns about the state of your laundry room we encourage you to notify your property manager as they are responsible for maintaining the cleanliness of the laundry room and machines. Also please note, to better assist with refunds for damaged clothing we ask that you please provide us with the six-digit machine ID listed on the washer in question, and any images of the damaged clothing. Please email us at la.callcenter@washlaundry.com or give us a call directly at ************* Thank you.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In August 2021, I used a ************ machine to add $40 to my wash card so use in the laundry room facilities in my condo building. The $40 wasn't added, so I added an additional $40 a few days later. I contacted ************ by email several times, have made numerous phone calls, and sent a letter with copies of the bank transactions, the actual laundry card itself, emails, my address and phone number. I get promises to send a refund and they just can't seem to handle it. This is the third time I have problems getting a refund from ************. The first two times took about three months. This time it is six months. The time and energy I have spent has been a waste of time. Other people in my condo community have also had problems with this company. I am attaching just two of the email chains with this company. I think they explain the issue and document my efforts.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/28) */ To whom it may concern, we sincerely apologize for**************** experience and understand her frustrations. Our customer support team has been notified of the request and will contact you shortly to provide resolution details and gather any necessary information to resolve this issue. If there are any questions or concerns in the meantime, please give us a call. Thank you. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told more than once to expect a refund over the last five months and that the issue was resolved. To be told again that they are looking into it again is insulting and another bad faith promise. If they truly regretted anything, they would have immediately resolved this complaint. Sincerely, ****** Business Response /* (4000, 9, 2022/02/09) */ Our customer support team has verified that a new refund for the original amount requested was submitted. Please allow some time for processing and delivery. If there are any questions in the meantime, please feel free to contact us. Thank you. Consumer Response /* (4200, 11, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept their resolution until I actually receive a refund check. Refund checks have been promised three times during the last 5 months and I never received one. I don't understand that for such a large company why this transaction is being held up or why they take weeks to process a check. I have yet to receive an explanation. Business Response /* (4000, 13, 2022/02/18) */ We apologize for the delay in processing your refund. Our support department is actively working to correct these delays and ensure quicker processing. We appreciate your understanding and your business. If you have any additional questions or concerns regarding your refund, please give us a call. Thank you. Consumer Response /* (2000, 15, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received a refund. It has taken quite a few hours for this to happen and using the BBB.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October of 2021, I filed a claim for a refund because a lot of my clothes were damaged in a dryer that they neglected to fix after being told it needs fixing multiple times. The technician told me to send an email to the manager, ********, with pictures of the damaged items as well as the retail price of those items. I did that right away. I never heard back so I called them multiple times for two months and was told that they would try to get ahold of this manager and he would get back with me. It is now almost January and I have still not heard anything from anyone. Clearly this is a scam and there is no manager and they aren't going to do what they said they would do.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/28) */ To whom it may concern, we sincerely apologize for *** ********** experience and understand their frustrations. Our customer support team and supervisor have been notified of the request and will contact you shortly to provide resolution details and gather any necessary information. If there are any questions or concerns in the meantime, please give us a call. Thank you. Consumer Response /* (3000, 12, 2022/02/11) */ This company never reached out to me after responding to my complaint saying they would reach out. I have not heard anything still to this day. This is crazy. Business Response /* (4000, 14, 2022/02/25) */ We apologize for the delay. Your information has been forwarded over to our support team, and our supervisor has been notified. An agent will be in contact with you shortly. Thank you.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 60 days, Wash has either undercharged me (in a few circumstances) or overcharged me (more often) every time I do a load of laundry. There are multiple discrepancies between the amount deducted on my bank statement and the actual charges reflected on the machines ****** to wash and ***** to dry). Additionally, the Wash card machine in the lobby is still selling cards but the system was reportedly deactivated months ago - the result is that I now have to attempt to get my ****** back from Wash who are notorious for not issuing checks, etc. - it feels like fraud when the amount being deducted from my account differs from load to load and I'm choosing the exact same wash and dry cycle for every load. That the amount in discrepancy for over-charging is small ******* is irrelevant to me - it's that they are charging different amounts from week to week and selling cards that they know do not work that is at issue.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/21) */ To whom it may concern, we sincerely apologize for Ms. ********'s experience and understand her frustrations. Our customer support team has been notified of the request and will be in contact shortly to gather the necessary information and process the refund for the amount lost. If there are any questions or concerns in the meantime, please give us a call. Thank you.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a multi-year contract with this company. Machines broken 60-80% of time. They increased their split of revenue early in contract saying they were installing new card machine. However, we are still on coins. It takes two weeks for repair tech to come out. Junk machines. Then promised stackable almost two years ago. We still have coin operated. *************, ********* representative keeps promising stackable. The last time I sent email to have machines removed and cancel contract due to non-performance. He threatened me with legal. I responded that I am small business that shelters homeless and those in recovery from alcohol and drug addiction and I needed the one washer and dryer to work. Mentioned this to ***** and pleaded with him to remove the junk machines. Still nothing. No stackable. Machines not working. ***** says EVERYONE?? is overfilling washer. I would like these machines removed and contract terminated. My last check for the past 3-4 months was $80. I pay $300 just in water and sewer, plus electric every month. This is costing me so much money and time. I do not owe these people anything. They raised their split of revenue to put in new Pmt system. Never happened. I have documented down time for machines going back quite a while. Ty

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/30) */ Thank you for contacting WASH. Our records indicate that all machines at the property are in working condition. We are truly sorry to hear that you are no longer satisfied with WASH. Your sales representative ************* has been informed of the request and will be in contact regarding your contract shortly. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩